Refund and Returns Policy

For purchases made directly through this Store, your contract of sale is with 深圳市拉拉朵奇贸易有限公司, a company established in the People's Republic of China, trading under the brand LALA DOLCE. A separate New Zealand entity may also operate under the LALA DOLCE brand through other sales channels. Unless expressly stated otherwise, that entity is not the seller for purchases made directly through this Store.

We want you to receive products that are as described and of acceptable quality. This policy explains our change-of-mind returns and the way we handle faulty, damaged, incorrect, or not-as-described products. It does not limit any rights or remedies that you have under the New Zealand Consumer Guarantees Act 1993 or other applicable law.

Change of mind

New Zealand law generally does not require a business to provide a refund or return simply because a customer changes their mind. As a LALA DOLCE commercial policy, you may contact us within 30 days after receiving an item to request a change-of-mind return if the item is unopened, unused, in its original sealed condition, and in a condition that allows it to be resold.

Whether a change-of-mind return can be accepted depends on the product category and hygiene and safety considerations. We will assess the request and provide return instructions before you send anything back.

Intimate and hygiene-sensitive products

For intimate products, we do not accept a change-of-mind return where the hygiene seal has been opened, the product has been used, or the product has come into contact with the body. This hygiene restriction does not affect rights or remedies for products that are faulty, damaged, incorrect, not as described, or otherwise covered by the Consumer Guarantees Act 1993 or other applicable law.

Faulty, damaged, incorrect, or not-as-described products

Please contact us as soon as reasonably possible if an item is faulty, damaged in transit, incorrect, or materially different from its description. We may reasonably ask for photographs, video, or other information to help us understand and assess the issue. Providing evidence is not an absolute precondition to any right or remedy you may have under applicable consumer law.

Depending on the circumstances and applicable law, we may provide a repair, replacement, refund, or another appropriate remedy. We will assess the issue fairly and will not use this policy to exclude or restrict rights that cannot lawfully be excluded.

Non-delivery and delayed delivery

If your order has not arrived within a reasonable time, please contact LALA DOLCE at lululusz88@gmail.com. We will investigate the delivery with the relevant delivery partners and provide an appropriate solution in accordance with applicable law. Delivery issues are not automatically treated as the customer's responsibility merely because a courier is involved.

How to request a return

Contact us at lululusz88@gmail.com before sending an item back. We will provide return instructions for the specific order. Please do not send an item to an address that has not been confirmed by us.

We do not promise that every return will receive a prepaid return label. If a product does not meet a guarantee under the Consumer Guarantees Act 1993, reasonable necessary return costs will be handled as required by applicable law. In some appropriate after-sales cases, LALA DOLCE may offer a refund or replacement without requiring the product to be returned.

Sale items

Sale items may be excluded from change-of-mind returns where this is clearly stated before purchase. This does not affect rights or remedies for faulty, damaged, incorrect, not-as-described, or otherwise legally protected claims.

Refund processing

Where a refund is approved, it will normally be initiated to the original payment method. The final time for funds to appear is controlled by the relevant bank or payment provider and is outside LALA DOLCE's control.

Contact

For return or refund questions, contact LALA DOLCE at lululusz88@gmail.com.